RETURNS The product must be: • Purchased from Ahlsell Norge AS • Saleable (without damages) and returned in original packaging. Before contacting us, have the following information ready: • Customer number • Original order number or invoice number • Article number and quantity The next steps: 1. Send the return form via the customer portal ahlsell.no/kundesenter 2. You will receive a return confirmation from our customer service. 3. Pack the goods with the return confirmation. 4. Our carrier collects returns at your premises. 5. Ahlsell receives the returned goods. If the products is non-returnable, Ahlsell will contact you after receiving the goods. 6. You will receive a credit note where shipping and return costs will be deducted. For faster processing, we recommend you to contact us via the Customer portal: Contact us → We have purchased an item we want to return. COMPLAINTS – DEFECTIVE PRODUCT Before contacting us, have the following information ready: • Customer number • Original order number • Additional description of the problem • Specify if you want: ▫ Customer credit ▫ A new product The next steps: 1. Send your complaint form via the customer portal at ahlsell.no/kundesenter 2. Our customer service will create a complaint case and clarify the case with the supplier. 3. Our customer service will inform you when the case has been settled with the supplier. 4. Our carrier will pick up the complaint at your premises and ship the product to the supplier. 5. Once the complaint has been approved, you will receive a credit note or a new product. 6. You will be contacted if supplier does not approve the complaint. 7. If the supplier does not approve your complaint, defective products will not be returned unless you give notice otherwise. For faster processing, we recommend you to contact us via the Customer portal: Contact us → Defective product. COMPLAINTS – THE ORDER IS INCOMPLETE OR DAMAGED Important: • Complaints about short orders must be made without undue delay and no later than seven days after the shortfall is or should have been discovered. • Complaints about transport damage or short- falls in the number of pieces must be made when the goods are received, and any damage or shortfalls must be stated in the consignment note and signed by the driver. You must provide the carrier in question with documentation of any damage or shortfalls. The next steps: 1. Send your deviation form via the customer portal at ahlsell.no/kundesenter 2. Our customer service will investigate the deviation internally. 3. You will receive feedback from our customer serviceduring processing and once the case has been resolved. For faster processing, we recommend you to contact us via the Customer portal: Contact us → Something is wrong with my order, or parts of the order. Opening hours Monday–friday: 07.00–16.00 Phone +47 40 00 44 88 Customer Service ahlsell.no/kundesenter
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